Electronic communication routing based data accuracy

• US 9,854,098 B2
• Filed: 11/24/2015
• Issued: 12/26/2017
• Est. Priority Date: 11/24/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Mockus, Audris, Pal, Biswajyoti
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US14/951,038
• Publication Number:
  US 20170149969A1
• Time in Patent Office: 763 Days
• Field of Search: 37926501-26514, 37926601, 3792661, 379309
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/5108 Secretarial services
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An electronic communication is received from a first communication device by a multi-tasking operating system. For example, a customer has entered a service request at a web site, which is received by the multi-tasking operating system. The electronic communication comprises a plurality of items of information associated with a service request. An accuracy level for the plurality of items of information is determined. The accuracy level for the plurality of items is based on a history of prior electronic communications. In response to determining the accuracy level for the plurality of items of information associated with the service request, a communication system associated with a contact center and/or a contact center agent is identified. In response to identifying the communication system associated with the contact center and/or contact center agent, the electronic communication is routed to the communication system associated with the contact center and/or contact center agent.

Claims

1. A system for routing electronic communications comprising:

a microprocessor,

a memory, coupled with the microprocessor;

a routing system executed by the microprocessor that receives an electronic communication from a first communication device, wherein the electronic communication comprises a plurality of separate items of information associated with a service request entered by a user in a user input window, wherein the plurality of separate items comprise a separate problem description and one or more separate classification fields, and, in response to identifying a communication system associated with a contact center and/or a contact center agent, route the electronic communication to the communication system, wherein routing the electronic communication to the communication system is based on an accuracy level for the plurality of separate items of information; and

a data analysis system executed by the processor that determines the accuracy level for the plurality of separate items of information associated with the service request based on one or more discrepancies between the problem description and the one or more classification fields and based on a history of prior electronic communications, and, in response to determining the accuracy level for the plurality of separate items of information associated with the service request, identifies the communication system.

2. The system of claim 1, further comprising determining a plurality of thresholds and wherein the plurality of thresholds are used to determine three or more different communication systems associated with the contact center and/or contact center agent.

3. The system of claim 1, wherein the routing system sends a message to the contact center agent that identifies the one or more discrepancies between the problem description and the one or more classification fields.

4. The system of claim 1, wherein the data analysis system detects a pattern in the one or more discrepancies;

and does one of the following in response to detecting the pattern;

changes a description of at least one of the one or more classification fields in the user input window of the plurality of separate items of information;

changes a selection in the at least one of the one or more classification fields in the user input window;

or

adds an additional classification field in the user input window.

5. The system of claim 1, wherein the data analysis system receives a list of stop words or phrases specific to a product or service associated with the service request;

and filters the problem description based on the list of stop words.

6. The system of claim 1, wherein the accuracy level based on the history of prior electronic communications is determined based on a training set of prior electronic communications and a test set of prior electronic communications for a specific group of contact center agents.

7. The system of claim 6, wherein the electronic communication is added to the training set or the test set to more accurately determine the accuracy level.

8. The system of claim 1, wherein the accuracy level for the plurality of separate items of information associated with the service request is determined based on a specific technical term associated with a product or service.

9. The system of claim 8, wherein the specific technical term associated with the service request also has an acronym for the specific technical term and wherein the technical term and the acronym for the specific term are used by an algorithm to determine the accuracy level for the plurality of items associated with the service request.

10. A method for routing electronic communications comprising:

receiving, by a processor, an electronic communication from a first communication device, wherein the electronic communication comprises a plurality of separate items of information associated with a service request entered by a user in a user input window and wherein the plurality of separate items comprise a separate problem description and one or more separate classification fields;

determining, by the processor, an accuracy level for the plurality of separate items of information associated with the service request is based on one or more discrepancies between the problem description and the one or more classification fields and a history of prior electronic communications;

in response to determining the accuracy level for the plurality of separate items of information associated with the service request, identifying, by the processor, a communication system associated with a contact center and/or a contact center agent; and

in response to identifying the communication system associated with the contact center and/or contact center agent, routing, by the processor, the electronic communication to the communication system.

11. The method of claim 10, wherein the accuracy level is a threshold that comprises a plurality of thresholds and wherein the plurality of thresholds are used to determine three or more different communication systems associated with the contact center and/or contact center agent.

12. The method of claim 10, further comprising:

sending a message to the contact center agent that identifies the one or more discrepancies between the problem description and the one or more classification fields.

13. The method of claim 10, further comprising:

detecting a pattern in the one or more discrepancies; and

in response to detecting the pattern doing one of the following;

changing a description of at least one of the one or more classification fields in the user input window;

changing a selection in the at least one of the one or more classification fields in the user input window;

or

adding an additional classification field in the user input window.

14. The method of claim 10, further comprising:

receiving a list of stop words or phrases specific to a product or service associated with the service request; and

filtering the problem description based on the list of stop words.

15. The method of claim 10, wherein the accuracy level based on the history of prior electronic communications is determined based on a training set of prior electronic communications and a test set of prior electronic communications for a specific group of contact center agents.

16. The method of claim 15, wherein the electronic communication is added to the training set or the test set to more accurately determine the accuracy level.

17. The method of claim 10, wherein the accuracy level for the plurality of separate items of information associated with the service request is determined based on a specific technical term associated with a product or service.

18. The method of claim 10, wherein the one or more discrepancies between the problem description and the one or more classification fields comprises a discrepancy between the description and a product classification field.

19. The method of claim 10, wherein the communication system is a contact center queue, wherein the contact center queue dynamically changes pointers in a linked list to point to the electronic communication.

20. A method comprising:

receiving, by a processor, an electronic communication from a first communication device, wherein the electronic communication comprises a separate problem description and one or more separate classification fields of a service request entered by a first user in a user input window;

determining, by the processor, an accuracy level for a plurality of separate items of information associated with the service request, wherein the accuracy level for the plurality of items is based on one or more discrepancies between the separate problem description and the one or more separate classification fields;

in response to determining the accuracy level for the plurality of separate items of information associated with the service request, routing, by the processor, the service request to a communication system associated with a contact center and/or a contact center agent;

detecting, by the processor, a pattern in the one or more discrepancies based on a history of prior electronic communications;

in response to detecting the pattern in the one or more discrepancies, modifying the user input window by at least one of;

changing, by the processor, a description of at least one of the one or more separate classification fields in the user input window;

changing, by the processor, a selection in the at least one of the one or more separate classification fields in the user input window;

or

adding, by the processor, an additional classification field in the user input window; and

sending for display, by the processor, the modified user input window to a second user.